Apple Care Customer Service

Apple Care gets Five Stars!

She was on the phone last night with a young woman named Kanisha who patiently walked self through all the procedures and helped self download stuff that she didn’t even know she needed. The entire call took over two hours, that is how clue-less self is about the latest software!

She decided to call Apple because of her extreme frustration with Hewlett Packard customer service. They pass you on to a third party provider, which is pretty common nowadays but unfortunately that third-party provider started harassing her.

Seven voice mail messages in one day? 10 e-mails in one day? Not to mention the invasion of privacy from the viewcam they switched on without self knowing? It was horrible: self had to change all her passwords and cancel all her credit cards because those vendors were able to get into her laptop so easily, no telling what kind of information they were able to steal before she caught on to the viewcam. And the calls were all like: We just want to make sure you are happy with our service; please return this call. SEVEN TIMES, and plus e-mails. She ended up having to call Verizon and have three numbers that they were using blocked. She also googled the numbers: two were 855, but one was a New York City area code. Go figure.

She thought of telling Apple she’s been a loyal customer for decades and all she needs to do is figure out how to print from a new laserjet printer. She’s had this MacBook Air since 2011 and it’s definitely out of warranty, but she decided it was worth a shot. Maybe they could help her figure out how to connect to a Hewlett Packard laserjet?

The first thing Kanisha did was ask what operating system self had, and that was sooooo out-of-date Kanisha couldn’t even. Kanisha showed her how to download a new operating system, then learn how to navigate it, and that took over two hours.

Self told Kanisha, “I’m sorry I’m really not tech-savvy. This must be the longest customer service call you’ve ever been on.” And Kanisha was so sweet. She said: “No, ma’am. Not by a long shot.”

And today self is so happy because not only can she print (finally!), she also has a brand new operating system that makes her screen so much sharper and everything’s so much more efficient, and when she asked Kanisha how much it would cost for the downloads, Kanisha said, Nothing. No, what she actually said was: It’s free.

It’s free are possibly the two most beautiful words in the English language. Especially at this time of year.

Stay tuned, dear blog readers. Stay tuned.

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